This position is with the Small Business Administration, Office of the Executive Secretariat in Charlotte, NC. Operate the SBA Answer Desk for questions from the public about how the agency can help small businesses and other general information. The incumbent provides higher-level assistance to inquirers and monitors and suggests refinements to Answer Desk workflows, indicators of success and levels of compliance.

Duties

Incumbent accepts and resolves the hardest and most delicate questions and requests. Researches programs, services and events available to the small businesses using www.sba.gov, SBA calendars, standard operating procedures, the Code of Federal Regulations and other websites. Serves as primary SBA liaison to the vendor team providing Answer Desk services. Distributes, balances, monitors and reports on workload in accordance with established workflows. Provides outreach assistance to program offices to ensure Agency correspondence is following business workflows rules. Assists with Freedom of Information Act (FIOA) liaison reviews. Performs other duties as assigned. Requires occasional evening hours. Requires fluency in written and spoken Spanish. This is a bargaining unit position with AFGE Local 228. This is not a drug testing designated position (TDP)

Requirements

• You must be a U.S. Citizen
• You must successfully complete a background investigation.
• You may be required to serve a one-year probationary period.
• Requires occasional evening hours.
• Requires fluency in written and spoken Spanish.

Qualifications

GS-09 Specialized Experience: One year of specialized experience, equivalent to the GS-07 grade level in the Federal service, obtained in either the private or public sector which demonstates the following: 1) Independently research an organizations's policies and procedures to answer inbound and outbound inquiries in a high-paced call center environment to resolve complex issues; AND 2) Strong data entry skills with knowledge of call center databases and responds to technical inquiries concerning topics within the small business community; AND 3) Calmly deal with highly emotional people. These qualifications must be clearly referenced in your resume. OR Education: Master's or equivalent degree from an accredited college or university or 2 full years of progressively higher level graduate education leading to such a degree or LL.B or J.D., if related. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. One year of full-time graduate education is considered to be the number of credit hours that the school attended has determined to represent 1 year of full-time study. If that information cannot be obtained from the school, 18 semester hours should be considered as satisfying the 1 year of full-time study requirement. You must submit transcripts (official or unofficial) to support this response. If selected, official transcripts will be required. OR Combination: Combination of education and experience. For example, an applicant who has 1 full year of Masters level education (i.e. 50% of education required) and 6 months of creditable specialized experience equivalent to the next lower grade level as described above (i.e. 50% of the required experience) would equate to 100% of the required experience for the position. You must submit transcripts (official or unofficial) to support this response. If selected, official transcripts will be required. AND Selective Factor: This position requires a special qualification that has been determined to be essential to perform the duties and will be used as a screen out element. Those who do not provide evidence they possess the following selective factor(s) will be rated not qualified. Must have the ability to fluently speak and write in Spanish. Applicants will be required to pass an interview designed to assess possession of this ability. Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's Qualifications web site: Management and Program Analysis Series 0343 Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g. Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. TIME-IN-GRADE: If you are a current career or career-conditional federal employee applying for promotion under Merit Promotion you must have completed a minimum of 52 weeks in positions at the next level lower than the position being filled. All qualification requirements must be met by 11:59 pm (Eastern Time) on 09/10/2024.

Education

If you do not meet the specialized experience requirements, you may also qualify with education. You MUST submit transcripts (official or unofficial) with this application if you wish to qualify based on education.

APPLICANTS PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement.) Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Verify School accreditation. All education claimed by applicants will be verified by the appointing agency accordingly. *** If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. *** For further information, click on: Foreign Education.

Contacts

• Address Office of the Executive Secretariat 409 3rd Street, SW Washington, DC 20416 US
• Name: Kathleen Schrank
• Email: [email protected]